Telephone skills bite-size workshop

How you and your staff answer the telephone and respond to your potential and current customers can greatly impact on how your company or department will be judged.

Telephone skills bite-size workshop

Telephone skills bite-size workshop The initial words and telephone manner adopted by your staff create a vital first and lasting impression.

This course is aimed at ensuring you give external and internal customers an excellent first impression.

Course objectives:

To provide participants with the skills, knowledge and confidence to answer telephone calls and constructively respond to customer enquiries. You will also learn how to control the call in a timely and professional manner, even when the caller is difficult.

Areas covered include:

  • Image
  • Tone of voice
  • Listening skills
  • Questioning techniques
  • Attitude and behaviour
  • How to deal with ‘awkward callers’.

Who should attend?

Everyone who needs to improve their telephone skills.

Theresa Ganz

Customer service Theresa Ganz

Theresa Ganz has been a freelance trainer for over ten years and is a specialist in customer service, abusive contact handling, complaint management,  team development, communication, transactional analysis and presentation skills. Her background prior to her training career, comprised numerous roles in the housing sector, information technology and at Manchester Business School. Her courses are fun, practical and enjoyable. Theresa consistently achieves outstanding feedback about her training style and her ability to create a learning environment that attendees learn the maximum from as individuals and teams.

training track record

HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in accessing this training package, please contact us by emailing